Customer Service Team Leader
4 weeks ago
**The Opportunity**:
Reporting to the Customer Service Manager, you will manage the performance of the Customer Service Team and the department’s responsiveness to customer requirements, in order to achieve the agreed business performance objectives.
**How you will impact WestRock**:
- Develop, motivate and lead the Customer Service team to optimise its effectiveness and flexibility, ensuring customer expectations are achieved, and department procedures are followed
- Balance work loading, based on an individual’s capability and customer expectations, offering practical advice on workload priorities
- Lead from the front, always supporting and encouraging excellence, promoting a team working ethic by example
- Take responsibility for critical decision-making considering individuals, quality expectations, impacts and costs
- Consult and communicate with the local management team, including participation in internal meetings
- Work alongside Sales to implement new business in a timely manner and develop new customer relationships to increase sales volume and maximise profitability
- Communicate effectively with our customers to understand and realise expectations, increasing loyalty to the business by building good professional customer relationships
- Undertake customer visits and meetings as required
- Support the quality function in investigating CS related complaints through questioning techniques and root cause analysis
- Provide accurate short, medium and long-term data as necessary e.g. account analysis, monthly statistics, KPI’s etc.
- Advocate the importance of commercial awareness within the team and communicate the impacts it can have
- Identify commercial opportunities within the customer service department
- Manage performance and monitor time and attendance of the team; conduct development reviews and ensure that any training is in line with business needs
- Take the lead with H&S issues, any environmental concerns and ensure the team work safely
- Conduct team briefings, ensuring alignment and functional efficiencies are achieved through good communication with the team and internal departments
- Identify areas of improvement and standardisation across the team and suggest action plans
- Promote continuous improvement initiatives within the team
- Ensure that optimal service is guaranteed during periods of absence or holidays
- Provide cover for other team leaders to ensure the team is supported during times of holiday or absence
- Occasional travel may also be required between Bourne, Lincolnshire, and Wrexham, Wales, to support team members based at both sites
**What you need to succeed**:
- Good confident communicator
- Negotiation skills
- Commercial / financial awareness
- Project Management experience
- Knowledge of a packaging business highly desirable
- Numerical / verbal reasoning skills at management norm
- IT literate to intermediate level in Excel, Word, PowerPoint and Outlook
- Current drivers license
Work Location: In person
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